Adding freemium user

Hi ​@dheath, welcome to the Box Community! I’d be glad to assist.

When inviting an existing personal/freemium Box account registered under your company email domain, the user may not immediately appear in the Admin Console or user portal due to one of the following common reasons and resolution steps:
 

1. The user has not completed the in-app enterprise confirmation dialog

• Clicking the email invitation link is only the first step. When an existing free account holder accepts an invite to join an enterprise, Box requires them to log in to Box and confirm the transition in a web application pop-up/dialog.
• If the user’s default Home Page in Box is set to a page other than Files (or if they remain on a different dashboard), the Enterprise invitation confirmation dialog will not automatically pop up upon login, preventing the account rollover from completing.
• Resolution steps:
  1. The invited user should log in to their Box account.
  2. Go to Account Settings > General Options.
  3. Under Home Page, change the setting to Files.
  4. Log out and log back in, or manually navigate to the Files / All Files page to trigger and accept the enterprise invitation confirmation dialog.
      

2. Email verification not completed on the Free Account

• If the personal free account was recently created and the user never completed the initial email address verification, enterprise invitation and conversion workflows cannot finalize.
• Resolution steps for the user:
  1. Log into the personal Box account.
  2. Follow the prompt on the screen to resend and verify the email address by clicking the verification link sent to their inbox.
  3. Once verified, accept the enterprise invitation.
      

3. Check the External / Unmanaged Users tab in Admin Console

• An invited existing account holder may reside under Admin Console > Users & Groups > External Users tab (under the Unmanaged Users or External Users dropdown filter) rather than the default Managed Users tab until the rollover process is completely finalized.
• Admins can locate the user in the Unmanaged Users list and select Make Managed User to re-initiate or expedite the rollover.
   

4. Resending the invitation from the Admin Console

• If the invitation failed to link or expired:
  1. In the Admin Console, go to Users & Groups > Managed Users and select Add Users Manually.
  2. Enter the user’s email address and click Save.
  3. If a warning such as “1 user failed to be added” or “Invitation available for freemium account holders” appears, ignore the warning and click Save a second time to re-trigger the invitation flow.

Please visit these support articles for more info:

• The Enterprise invitation confirmation dialog does not appear for a free user invited to a tenant
• “Invitation available for freemium account holders” Message When Adding Managed User

• Converting Unmanaged Users to Managed Users

Thanks, and please let us know if your issue has been solved.